Contact Center as a Service - What must you know?
Brand presence is more important than ever before. Customers constantly try to reach out to brands for queries, feedback, and expect to be listened to. Moreover, customer loyalty and satisfaction are predicted by the speed at which their questions are solved. To meet customer demands today, brands must have multiple channels open for customers to contact them. But this is easier said than done. While a brand can set up the infrastructure, the process takes time and is expensive.
Contact Center as a Service (CCaaS) is a subscription service installed in contact centers as a cloud-based CX solution. CCaaS helps contact centers purchase the technology needed, deploy new features, channels, and functions, and set it up in no time.
Call Center vs. Contact Center
The purpose of the call center and contact center is the same: to serve the customer. But the difference between these two is that call center agents resolve open tickets for customers on the phone only (both inbound and outbound). Contact center agents on the other hand, solve customer requests over the phone, text message, email, and social media. A contact center is the same as a call center but with more capabilities.
Benefits of Contact Centers
There are many reasons why companies are embracing cloud-based contact center solutions.
Enhanced Omni channel Customer Experience
Customers want answers to their queries in the shortest time possible, and they cannot browse online to see if a brand is on an established platform, sign up, and post a question they want answered.
Regardless of the customer-preferred mode of communication, CCaaS lets you help customers. Whichever medium a customer chooses to contact you over, you will be covered. The customer service team views all messages from multiple platforms in a single view.
Low Cost and Increased Productivity
CCaaS is not expensive; the cost of deploying this will be much more affordable than building an on-premises call center infrastructure. Furthermore, there are licensing fees and maintenance costs associated with on-premises deployment. Cloud-based contact center solutions contrastingly do not charge licensing or maintenance fees and do not have hardware that depreciates with time.
Cloud contact centers prioritize agents and provide a tailored and optimized dashboard for different types of customer inquiries. Also, with the help of the click-to-call feature, contact centers can avoid misdials and place outbound calls faster. The cloud contact center goes a notch above and leverages the power of AI to resolve customer issues before they are even routed to the agent.
Downtime and Scalability
You do not need to buy 100 seats when only ten customer support agents are on staff. You can add capacity whenever you want; this is the beauty of CCaaS. This also improves the employee experience.
Another reason why CCaaS is better is that, in the event of inclement weather or an equipment failure, the contact service provider can efficiently route the messages through a different data center since most CCaaS providers have multiple data centers placed across the country. Cloud-based telephony has an uptime of 99.999%.
How Can You Deploy CCaaS?
Setting up cloud-based contact center solutions is easier than traditional telecom options. To deploy CCaaS, an internet connection, a headset, and a workstation are required. The calls are made using the VoIP protocol (Voice over Internet Protocol) to make and receive calls over the internet.
To begin responding to customer support requests, team members log in to the software. The supervisor can continuously monitor the queue and team availability keeping sure everything is operational.
How to Choose a CCaaS Platform
Out of an ocean of CCaaS providers, how do you find the one that works best for you? There are a few essential things to keep in mind.
Your Priorities: The features and perks of a CCaaS platform can sound exciting, but you have to determine what features and options you want with your service, such as call recording, AI-based chatbot, IVR, analytics, audio conferencing, etc.
Is it simple to add users?: Contact center demand fluctuates, and you may have 50 agents today but need 100 by the end of the next quarter. Understanding how to add and manage can help you save time and keep the workflow functioning smoothly.
Support available to you: Most contact center providers have add-on services such as 24/7 phone support, live chat support, and more. Knowing what you need can be a time and cost saver.
Post-pandemic, cloud-based contact center solutions have gained momentum because of their impact on agent engagement. When businesses improve their employee experience, optimizing the customer experience becomes effortless. Sensiple offers cloud contact center solutions that deliver measurable improvements in agent productivity and customer satisfaction scores. Click here to learn more.